Customer Experience Advocate

15 hours ago


Copenhagen, Copenhagen, Denmark Trustpilot AS Full time

About Us

At Trustpilot, we're driven by a simple yet powerful idea: to be the universal symbol of trust, connecting consumers and businesses through reviews. Founded in 2007, our mission is to empower people and businesses to make informed decisions and grow together.

Today, we have over 300 million reviews and 57 million monthly active users across the globe. With operations in multiple locations worldwide, including Copenhagen, Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan, and New York, we're proud to be an equal opportunity workplace with diverse perspectives and ideas.

Our Culture

We believe that connection is at the heart of what we do. Our culture is built on the relationships we create – we talk, laugh, collaborate, and respect each other. We work across borders and cultures to be the universal symbol of trust in an ever-changing world.

What We Do

As a Customer Success Manager at Trustpilot, you'll play a crucial role in building trust and transparency between consumers and businesses. You'll be responsible for retaining our medium and strategic accounts in the Danish market, acting as a trusted advisor, developing long-term relationships, and ensuring maximum value from Trustpilot products to drive retention and minimize churn.

Key Responsibilities

  1. Establish Strong Customer Relationships: Develop a relationship with all customers to ensure overall satisfaction with Trustpilot products, strengthening adoption and contract renewal.
  2. Premium Customer Experience: Ensure a premium experience for clients by understanding their business objectives, key performance indicators, and delivering against them.
  3. Convey Best Practices: Share best practice examples that drive ROI and increase customer satisfaction.
  4. Renewal and Upsell Opportunities: Increase renewal rates, reduce churn, and successfully upsell Trustpilot's products to discover new revenue opportunities.
  5. Cross-Selling and Account Mapping: Map various accounts to cross-sell into other parts of their business and influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores.
  6. Client Onboarding and Utilization: Successfully onboard clients and ensure they fully utilize their paid subscription.

Requirements

  • Experience managing a large portfolio of SMB and mid-market customer accounts with a focus on achieving high renewal/retention rates.
  • Proven experience in B2B sales or account management with subscription-based, renewal license models.
  • Ability to build and maintain strong relationships with multiple stakeholders.
  • Consistent track record of hitting and exceeding commercial targets.
  • Excellent communication and negotiation skills.
  • Adept at uncovering new revenue opportunities.
  • Possess solid ability to manage tough conversations in a professional and solution-oriented manner.
  • Fluent in Danish, with working proficiency in English, and advantageously fluent/working proficient in a third language.

What's In It For You

  1. A range of flexible working options to dedicate time to what matters to you.
  2. Competitive compensation package + bonus.
  3. 25 days holiday per year, with an extra 5 days holiday allocated after your 1-year anniversary (prorated).
  4. Two paid volunteering days a year to spend your time giving back to the causes that matter to you and your community.
  5. Rich learning and development opportunities supported through the Trustpilot Academy, LinkedIn Learning, and Blinkist.
  6. Comprehensive health package, pension, and full access to Headspace, a popular mindfulness app to promote positive mental health.
  7. Paid parental leave.
  8. Newly renovated central office with a laid-back vibe and constant buzz of different languages being spoken everywhere you go, complete with a coffee bar, canteen, and table tennis.


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